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DealDash’s Key to Success: Customer Obsession

In a market where consumers are growing increasingly demanding, online retailers look to gain an edge in order to beat their competition and earn consumer loyalty. Whether it is price, quality of customer service, or overall user experience; a successful online retailer must provide something that their competitors don’t. Since being founded in 2009, DealDash has added engaging elements to the auction experience, making online shopping a unique and exciting experience for their customers.

The DealDash team constantly listens to customer feedback to launch new engaging features. In fact, the company’s number 1 value is a statement of their company culture: “Talk With, Listen To, and Understand Your Customer. Treat Them As You Would Want To Be Treated Yourself.” DealDash only looks to hire customer focused individuals, with a genuine interest in engaging with their customers, listening to them, and resolving their issues and problems. The DealDash customer service team is available real time 24/7, ready to solve customer inquiries via email and live chat.

However, DealDash customer service representatives are not the only ones who interact with their customers. Since the founding of the company, the DealDash team has been aware of the importance of listening to customer feedback in order to constantly improve their experience. Keeping this in mind, DealDash introduced a requirement for their team members that has been followed ever since: every single DealDash employee, be it a developer, a digital marketer, or the CEO, speaks with one customer at least once a week.

Every DealDash employee has a weekly phone call with one of their customers. During these calls, employees ask for feedback, and try to find out what they can improve to make the DealDash experience better for their customers. The feedback received is then taken into account by the team, and changes are made to the DealDash product. DealDash believes that being so open to customer feedback is one of the reasons they have been in business for over 8 years.

Loyal consumers are eager to share their experiences with the service online. DealDash has collected thousands of reviews on online review sites such as Sitejabber and Trustpilot. The company also has gathered a strong social media following on their Facebook and Twitter profiles.

The DealDash team is aware that, in order to earn and maintain their customers’ loyalty, they need to constantly evolve and develop new features that will keep their users engaged. One of the latest features that the DealDash team has developed has been the addition of badges that customers can earn when unlocking achievements, such as winning a certain number of auctions, contacting their customer service team for the first time, or adding an avatar picture to their profile.

In the words of Paavo Pere, head of Product Insights: “Introducing badges was an idea that we have been thinking about for a long time. We want to keep the site and mobile apps interesting for our loyal customers, and bring them new features that will keep them engaged. The addition of badges is a very exciting project. We believe that adding achievements that need to be unlocked in order to receive a badge will keep our customers excited, and make them want to earn all the badges that we have.”

When asked about upcoming developments in the near future, the DealDash team has it clear: focusing on Mobile customer experience is the key to success. DealDash rolled out their Native Mobile Apps in 2015, and more and more users are using their mobile devices to bid on the go. “We have seen a consistent increase in the number of customers that use DealDash on their smartphone since we launched the Native Apps in 2015. The team believes that this trend will continue to increase. We want to make sure that the user experience is as fun and seamless on mobile as it is on desktop devices,” says Pasi Lohi, CEO of DealDash.

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